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H2770762438mq
Participant
December 26, 2022
Answered

Unable to cancelling a trial subscription

  • December 26, 2022
  • 1 reply
  • 350 views

I subscribed to a 7-day trial plan of Illustrator on December 19, 2022.

The app did not work for my purpose. I have tried to cancel the trial subscription several times yesterday (Dec 25) and today (Dec 26) but Adobe did not allow me to cancel.

 

I have followed the following documentation
https://helpx.adobe.com/manage-account/using/cancel-subscription.html

however after step #3 (Select Cancel your plan.) the system always asks me to login again. The screen just shows a loading icon of the login button. After trying several time on Chrome and FF browsers, the system blocked my account. I have to create another account to go to the forum and ask for help.

 

Please cancel my subscription. Thank you.

This topic has been closed for replies.
Correct answer H2770762438mq

I found the cause of the above problem. I hope this information could be helpful for others who have the same issue.
The authentication type of my account was code verification. One cannot cancel a plan with this kind of account. I set a password for the account and after that I can cancel the plan.

1 reply

H
H2770762438mqAuthorCorrect answer
Participant
December 27, 2022

I found the cause of the above problem. I hope this information could be helpful for others who have the same issue.
The authentication type of my account was code verification. One cannot cancel a plan with this kind of account. I set a password for the account and after that I can cancel the plan.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 13, 2023

    for others, if you're having a problem canceling, contact adobe support.  there are 3 ways to contact adobe; chat, phone and twitter:

    chat:
    use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
    in the chat field (lower right), type AGENT
    be patient, it can take quite a while to reach a human.

    phone:
    https://helpx.adobe.com/contact/phone.html

    twitter:
    tweet @AdobeCare

    p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

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